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Question 15

You are designing a self-service portal for a company.

The portal must meet the following requirements:

✑ Customers must be able to submit and review cases.

✑ Customers must be able to chat with service representatives in near real time.

Allow service representatives to select cases from queues and use knowledge articles to resolve customer concerns.

You need to recommend solutions for the company that do not require custom development.

Which three apps or services should you recommend? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

    Correct Answer: B, C, E

    To design a self-service portal that meets the listed requirements without custom development, the following three solutions should be recommended: Dynamics 365 Customer Service, Omnichannel for Customer Service, and Customer self-service portal. Dynamics 365 Customer Service provides comprehensive case management capabilities, allowing customers to submit and review cases and enabling service representatives to use knowledge articles to resolve concerns. Omnichannel for Customer Service facilitates real-time chat capabilities, enabling instant communication between customers and service representatives across various digital channels. The Customer self-service portal empowers customers to manage their support requests independently, accessing knowledge resources and tracking the progress of their cases.

Discussion
Emdy

correct

Parth91Options: BCE

The three recommended apps or services that do not require custom development are: B. Dynamics 365 Customer Service: This app provides a comprehensive solution for managing customer cases, including case creation, tracking, and resolution. It also offers a knowledge base for agents to access and use to resolve customer issues. C. Omnichannel for Customer Service: This service enables companies to engage with customers across multiple channels, including chat, SMS, social media, and more. It also includes features like routing, queuing, and real-time translation. E. Customer self-service portal: This is a web portal that allows customers to submit and review cases, access knowledge base articles, and communicate with service representatives. It is a self-service solution that reduces the workload on agents and provides customers with 24/7 access to support.

N8n0z

Correct

IckyOptions: BCE

correct

Hassane

Correct

Edi41Options: BCE

BCE is correct

MuzeraOptions: BCE

Correct

AnchovOptions: BCE

Correct

fre43Options: BCE

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giogoOptions: BCE

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nqthien041292Options: BCE

Dynamics 365 Customer Service (Option B): This app provides comprehensive capabilities for case management, allowing customers to submit and review cases. Service representatives can use queues and knowledge articles to resolve customer concerns efficiently. Omnichannel for Customer Service (Option C): This service enables near real-time chat capabilities between customers and service representatives. It supports chat channels integrated into the self-service portal, facilitating seamless communication. Customer self-service portal (Option E): This is essential for allowing customers to submit cases and access information independently. It provides a user-friendly interface for customers to interact with the company's service offerings.

Brooklyn_ItselfOptions: BCE

Correct BCE

Vin22CRM

Correct

originalwitnessOptions: BCE

Correct.

rajrutu

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